24Bettle Casino - Player’s struggling to withdraw his winnings.

Hello, good day, I played in the casino 24 Bettle on 1/9/23 and won 1750 CAD$.

I was asked to verify myself.

Proof of ID

Proof of address

Proof of payment.

I have provided my passport for the proof of ID,

utility bill for the proof of address

and my ecopayz account number + details for the payment method.

My documents were all accepted, so I tried to pay out using my ecopayz deposit method.

I was then sent another email that I cannot pay out on ecopayz, I should please pay out to a bank account.

To avoid further complications, I wrote to the casino via live chat and told them that I didn't have a Canadian bank account.

The chat informed me and let me know that I can ONLY pay out to Canadian bank accounts..

I have informed the casino that it is impossible for me to withdraw to a Canadian bank account.

That's why I deposited with ecopayz as I don't have a bank account in Canada.

I informed the casino that I have crypto or ecopayz or a thai bank account,US bank account can pay out.

since then it's been back and forth with the casino, the casino now insists that I have to have a Canadian bank account to complete the KYC.

However, as I have described, I do not have an account in Canada and will not have one in the future.

I informed myself in advance and it is nowhere described that I can only register and play in the casino if I have a bank account from the country where I was born.

In addition, ecopayz was offered as a deposit on the 24bettle site but is not provided as a payout.

I was not informed about this in advance, nor was I informed in advance that you can ONLY play in the casino if you have a bank account in the country you come from.

On the ecopayz account, which was verified by ecopayz using a KYC procedure, my address is also confirmed here with the utility bill that I sent in.

For legal reasons, work reasons, tax reasons etc. I will not have a Canadian bank account.

The casino continues to refuse to verify me ONLY because I don't have a Canadian bank account.

I have other bank accounts that i would also like to verify, but not from Canada as i have mentioned i just dont have it.

Or please withdraw to my deposit method ecopayz.

The casino telling me as well that this is part of KYC.

Yes and no.

Because i have submitted all requested documents, my passport,my utility bill which proves my address in canada + my deposit method which was ecopayz.

I actually do have verified my account with the submitted documents.

Afterwards, the casino is coming to me, telling me they cant cash out to ecopayz. which is fine.. therefore they can only cash out to a bank.. but as this is actually nowhere listed, that ecopayz cash out are not available, i wasnt aware of this.

As well that it is nowhere stated that for KYC my bank statements must match with my home address... if i just dont have an bank statement or an bank in my country i am from, there is actually nothing wrong with as there are other ways to get the KYC done.

And once again, i have not deposited with any debit or credit card at this casino, as i just dont have any canadian cards.

Therefore i used ecopayz, so if the casino facing issues with the cash out to my one and only deposit method ecopayz, they should give me other options instead of keep asking for something which i just dont have.

it looks like the casino found here something to not verify the customer and keep the winnings or make the kyc just impossible.

Needed help here to finally get my winnings after over one month of delays.

Thanks very much

Dear JJOKOCHA67,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed why your winnings can't be transferred to the payment method whit which you deposited?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, first of all thank you for trying to help me with this case.

The casino didn't mention anything about why ecopayz isn't available for withdrawal, not that I recall right now.

My question is here.

That I chose this casino because they offer ecopayz as a deposit method.

Generally, when I play at certain casinos, there are no problems withdrawing via ecopayz.

Specific to my geo/region.

I deposited several times in a casino and also received winnings. There is no topic at all. Even ecopayz chat operators told me that British Columbia, Vancouver has no restrictions on receiving money from casinos or playing in casinos.

In my case i used ecopayz deposit.

Thanks

Thank you very much, JJOKOCHA67, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello JJOKOCHA67,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. Just to check, as apparently Ecopayz is not supported for withdrawal by the casino which other payment method would be convenient for you?

We would like to invite 24Bettle Casino to join the conversation.

Dear 24Bettle Casino,

Can you please provide more information regarding the player's withdrawal method issues? What other withdrawal methods can you offer to the player?

Hi Michal,

First of all Ecopayz is actually available as an withdrawal method. There are 3 different withdrawal methods

Bank wire,Ecopayz,Mifinity.

Just to clarify it.

For bank withdrawal method, i can send this money to my US bank, which im more then happy to verify with all documents which are needed, as well i got an Thai bank, which im also more then happy to provide any document which is requested from the casino.

No issues here to do so. Just canada, dont have it and will not have it at all in the future.

All the best

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear JJOKOCHA67 and Michal

We apologize for any inconvenience caused by the verification process. As a licensed online casino, we are required to follow strict regulations to ensure a safe and secure gaming environment for all our players.

We understand that providing a bank statement may not be the most convenient option for you, but it is necessary to complete our KYC process. This is to protect both you and the casino from potential fraudulent activities.

Please note that as part of our Anti Money Laundering policy, the first payout must be processed via bank transfer to comply with our licensing requirements. We have included a link to our policy, which is also available on our website. https://www.24bettle.com/en/aml

Under the section payments of winnings can be found the following:

24Bettle may, in its sole discretion and in accordance to the licencing compliance rules and an internal risk assessment, require a first payment of winnings for the Player being released as the bank transfer wire with a purpose of completing the KYC verification checks.  

Once you will manage please be so kind to provide us with your bank statement over our e-mail legal.department@24bettle.com we will make sure to verify your account and process your payout as soon as possible.

Best regards

Customer Experience Team

Thank you for the response 24Bettle Casino team.

Dear JJOKOCHA67,

As the 24Bettle Casino team rightfully stated, the casinos can request the first payment of winnings to the Player to be sent as a bank transfer wire with the purpose of completing the KYC verification checks as mentioned in the casino AML policy.

However, as you mentioned you don't have a Canadian bank account, we are discussing potential other options for you with the 24Bettle Casino team. Just to check, does your Thai bank account has your Canadian address mentioned as you have in the utility bill you already provided to the casino?

Hi good day, first of all, thanks for replying and trying to solve.

Yes, i can provide you with the needed bank statement showing my address in Canada on my Thai bank account. Not an issue.

All the best

Dear JJOKOCHA67,

That's great! Can you please forward me the bank statement from your Thai account to michal.k@casino.guru

The bank statement for the last 90 days should be sufficient, I believe. I will then check this with the casino affiliate, and hopefully, the verification and, afterward, the withdrawal can be processed to your Thai account.

Fingers crossed 🤞

Hi Michal, sorry, i replied to your email already earlier this day.

Ive been very busy lately and havent checked the emails here.

Let me get this sorted tomorrow with the bank, thanks for your help.

All the best

Dear JJOKOCHA67,

We are waiting for the bank statement from your Thai bank account. I can imagine this is not always so easy to obtain, but the sooner you can provide it to us the sooner we can move with your complaint forward 🙂

Dear JJOKOCHA67,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello good day, forwarded the the Kasikornbank statement to both of you Michal and 24bettle today.

Everything requested from the casino is visible on the statement.

Thanks once again for trying to solve this with the 24 bettle casino.

All the best to everyone.

Dear JJOKOCHA67,

Thank you for providing us with your bank statement. We can confirm that we have received it and we have provided you with more details over the e-mail.

We would like to use this opportunity to thank you for your cooperation.

Best regards

Customer Experience Team

Hello good day, i received the email with the details.

Account statement got confirmed, now i have requested the pay out to my eco.

Thanks once again.

Have a nice weekend everyone

Dear JJOKOCHA67,

That's good news, please let me know once you successfully receive the funds.

Dear JJOKOCHA67,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello good day, i have received the winnings.

I want to thanks Casino guru and you Michal for taken very well care of this case and helping to sort this out.

As well thanks to the 24 bettle casino.

This therad can now be closed.

All the best for you.

Dear JJOKOCHA67,

We are delighted to hear that you have received your winnings and that we were able to find a solution for your verification process! 🙂

Best regards

Customer Experience Team

Great news, JJOKOCHA67. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal